Senior Technology Support Officer

Closing date: 11:59pm AEST 26 March 2024

Status: Permanent Full Time (35 hours per week)

Salary: $101,400 to $111,569 per annum + 11% superannuation

• Make a genuine difference to your team, our staff and community through your technical IT knowledge.
• Join an innovative and creative team that delivers a strong customer support experience.
• Work life balance with a 9-day fortnight option and minimal after-hours work.

Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Service Desk team, within the Information Management and Technology Services Department is seeking a Senior Technology Support Officer.

Purpose:

The Senior Technology Support Officer acts as a senior technical lead resource within Service Desk to provide high level technical support to other members of the team and to contribute to departmental wide projects and initiatives. They also undertake system administrative tasks and minor projects to ensure the security of Council's network, administration of technology users and the efficient and effective use of end user devices and software applications.

About the role:

The role reports to the Coordinator Service Desk and will:

• Be the senior technical resource within Service Desk for more complex and challenging requests and will manage a caseload of projects and tickets, acting as a point of technical escalation.
• Utilise ITIL practices of incident, service request, problem, change and release management to ensure an excellent customer experience when using technology.
• Coach and mentor other staff using your extensive technical knowledge and will lead the delivery of projects that improve Council's technology services.

Council's IT environment is based on Microsoft platforms with local government specific enterprise applications, bespoke departmental systems for functions such as leisure and childcare centre management and productivity tools. Staff work flexibly using laptops across a variety of Council locations and remotely. The Service Desk team is made up of the Coordinator, two Senior IT support staff, two Service Desk officers and an Administration/Procurement officer, as well as a trainee placement. The Service Desk Team is supported by the higher-level Applications support team and the Enterprise Content Management team.

About you:

You will have:

• A tertiary qualification and/or equivalent practical experience in Information Technology or a related discipline.
• Demonstrated understanding of ITIL processes that are relevant to the Service Desk.
• Experience in the support of standard operating environments, application deployment and hardware across the lifecycle.
• Coaching and mentoring skills to support your colleagues.

Further information: View the position description online or contact Brett Wilson, Coordinator Service Desk on 02 9093 6***.

Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings.

Once you click 'Apply Now' you will be required to answer a series of screening questions. Please draft your responses on a Word document so you can copy and paste them into your application. For more information on how to apply, please read https://www.randwick.nsw.gov.au/about-us/jobs/applying-for-jobs

Randwick City Council is an equal opportunity employer, and we value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.

If you require support or have access requirements related to your application, contact Employee Experience on 9093 6850 or ***************@randwick.nsw.gov.au .

Apply now